Increase Collaboration. Enable Information Access. Improve Customer Support.
Better UI/UX. Faster Case Resolution. Improved Productivity.
For all those customer cases in which your support agent seeks solution from product or engineering team, our connector enables them to easily create a Jira issue right from the Service Cloud instance. All your support agents have to do is fill-in the essential details and escalate the case to product team.
In case there are new identical cases from different customers, your support agents can save time by linking them with existing Jira issue after reviewing it with the case.To do this he requires the exact issue key.
For a speedy and correct resolution of the escalated case, your product or engineering team would need clarity about the case. And to provide them with that clarity, your support agent can send your product or engineering team attachments and comments related to that particular case.
If a support agent gets some new information on an issue and he/she wants to update it, then he/she can directly update that information from Salesforce without logging into Jira.
Every support person actively tracks the status of Jira issues as part of their job. Our connector facilitates them to do so from Salesforce itself. This helps your support agents to update/provide the issue’s status to customers, thus enabling transparency.
Before creating an issue, your Support agents can search for the relevant information in Jira. If not found, they can create a new issue else leverage existing information to close cases faster.
While looking for the relevant information, your support agents encountered a similar issue that can be modified. This feature enables them to clone, modify, and create a new case. Thus saving on the time to create an issue.
If your product team receives a new case which is already there in existing Jira issues, they can simply link that case with its respective Jira issue using the salesforce case number.
Many comments are shared between support and engineering or product teams to resolve a case. The power to decide which comments need to be made public and which are to be kept hidden from your support team is in the hands of product manager, who enjoys full control over the comments.
Grazitti’s connector for Salesforce-Jira integration opens multiple doors for your organization. From achieving customer-centricity to enabling quicker case resolution by keeping your support and engineering/product teams on the same page, it offers several other great benefits including optimizing content to increase case deflection.
By leveraging our connector, you get 100% control over the information flow as it resides in the Salesforce umbrella and also integrates tightly with your Jira Software (both on-premises and on-cloud). Thus, enabling a secure and seamless flow of information between your support and engineering/product teams. Here are more reasons to opt for our connector:
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7 Steps to Selecting the Right Connector that Aligns with Your Business Objectives
Extra $1,499 for assisted implementation (Optional)
Tied with a single Jira license, enabling it to be used by all of your Salesforce users.
Quickly install and set up the connector using self-starter guide.
Tight integration with Jira software through a REST interface prevents spoofing attempts.
A connector is the simplest and most reliable way to enable bi-directional flow of information between your Salesforce Service Cloud and Jira Software.Click here